Quicken Loans Ranks Highest in Study of Mortgage Servicing Client Satisfaction

Detroit-based Quicken Loans recently ranked highest in the country for client satisfaction among home loan servicers in a study conducted by J.D. Power.

This is the third consecutive year Quicken Loans earned the top spot in the servicing study, ranking highest in the survey each year it was eligible. The company has also ranked highest in the J.D. Power survey of mortgage originators for six straight years – earning nine top rankings combined in the past seven years. Quicken Loans is the winningest company among mortgage lenders in the history of J.D. Power’s studies.

“We refer to those who we help as ‘clients,’ not ‘customers,’ for a reason. Too often, mortgage companies view their interaction with a client simply as a transaction, versus a relationship dedicated to assisting the client for the life of their loan” says Dan Gilbert, Founder and Chairman of Quicken Loans. “Our passionate team members know the connection with our clients extends far beyond origination, and they obsess every day to make sure all of our serviced clients have the best possible experience.”

Quicken Loans received the highest score in the following categories measured by J.D. Power:

  • Overall Satisfaction
  • Interaction
  • Mortgage Fees
  • Escrow Account Administration
  • Communication
  • New Customer Orientation

The J.D. Power study showed 96 percent of Quicken Loans clients surveyed said they did not experience difficulty understanding the team member they last spoke with. Clients also rated Quicken Loans 26 percent higher for “innovation,” 22 percent higher for being “customer-driven” and 18 percent higher than the industry average for being “friendly.”

The perennial placement at the top of J.D. Power’s rankings are a direct result of Quicken Loans’ client-centered and innovative culture.

“Every one of our 15,000 dedicated team members approach each day laser-focused on giving clients the best home loan experience possible,” says Bill Emerson, Quicken Loans CEO. “It is a collective effort that leads to repeated client service honors. Our passionate Client Experience team treats every client like family, and our award-winning Technology team is obsessed with providing online and mobile resources for clients to have the choice to access their loan any way they choose.”

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